Why can't I submit documents with correct DOB on my payments account?

Shopify Discussion

Topic summary

Main issue: Submitting identity documents for Shopify Payments fails when the correct DOB (date of birth) is entered. The submit button spins briefly then returns to idle with no progress. Using the same documents but intentionally entering an incorrect DOB allows the process to proceed, which is unexpected.

Evidence: A linked video demonstrates the behavior and is central to understanding the issue.

Proposed cause: Support suggested the DOB format might be swapped (month/day), which could explain the discrepancy. The poster denies this and asks if the video was reviewed.

Next steps: Support recommends contacting Shopify’s live Support via the Help Center to escalate the case and ensure the correct information is entered for verification.

Open questions: Whether the legal name in Shopify Payments can be changed later was asked but not answered in the thread.

Status: Unresolved; awaiting direct support escalation and clarification on the root cause and name-change capability.

Summarized with AI on January 7. AI used: gpt-5.
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I messed up DOB in my payments account am trying to submit my drivers license docuements in shopify payments with correct DOB and what happens is this: i upload my documents (front and back in the right spots), i put in the correct DOB where it asks “You need to confirm the personal information of this person associated with your business.” and when i click submit, the submit button under DOB loads for a little and then goes back to regular and nothing happens.

The weird thing is that when i put the same documents, but in the section where it asks “You need to confirm the personal information of this person associated with your business.” i put the wrong DOB on purpose, and hit submit, it procceeds to check my documents. when i have a matching DOB, it doesnt work, just loads the button when i hit submit, and goes back to normal.

I understand my description of the problem may be unclear, i am trying my be to describe the problem.

Also, is it possible to go back into your shopify payments account and change things like your legal name?

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THERE IS A VIDEO LINKED DISPLAYING THE PROBLEM

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Hi, @Frankie12

Thanks for posting! I hope your day is going well.

From the way you describe the situation, it sounds like you may have potentially switched your month of birth and day of birth, is that correct? This would make sense as to why it is receiving the document when it’s input one way, but not the other.

If that’s the case, or if you believe to be something else, our team can escalate the situation to ensure the correct information was entered so you can verify your documents. As such, please reach out to our live Support Team via the Help Center who can assist you with the issue.

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no that is not the issue, did you watch the video file that attached?